编号 110 The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

第 111 号 The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?

编号 112 Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

第 113 号 Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

第 114 号 The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

NO.115 The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

第 116 号 Your migration plan includes transferring agent performance dat
a. Which Salesforce object best accommodates this data?

第 117 号 The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

第 118 号 The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?

编号 119 Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?

第 120 号 You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?

第 121 号 The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

NO.122 The company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?

第 123 号 While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar’s goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?

第 124 号 The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS’s junior agents to handle only two chat requests at a time?

第 125 号 The release plan includes automated regression testing. What is the primary benefit of this approach?

NO.126 Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?